About the role

Principal Designer I leading strategic design initiatives for customer experiences at GEICO. Collaborating multidisciplinary teams to enhance service journeys across digital and human-assisted channels.

Responsibilities

Lead strategic design initiatives that clarify ambiguous problem spaces and reveal underlying customer and business needs.
Translate complex service and operational challenges into actionable design opportunities and experience principles.
Partner with Product, Engineering, Operations, and Data teams to envision and deliver holistic service journeys that balance customer delight with operational efficiency.
Contribute to design systems and standards to ensure consistent user experiences across all digital touchpoints.
Translate complex ideas into understandable frameworks, blueprints, experience maps and concepts that evolve and enhance how customers and agents interact across digital and human-assisted channels.
Advocate for the customer through human-centered design methods, including discovery, research and user testing.
Facilitate workshops and co-creation sessions to align stakeholders around shared outcomes and north-star visions.
Mentor and elevate the design craft and systems thinking of peers and cross-functional partners.

10+ years of experience with User Experience design
Bachelor’s/University degree, Master’s degree preferred
Proven ability to move fluidly between strategy and execution, from framing opportunity areas to guiding production-ready designs.
Deep expertise in service design, systems thinking, and experience strategy, with a portfolio demonstrating impact at scale.
Strong facilitation and storytelling skills to influence decisions and inspire action at all levels of the organization.
Experience designing for both customer and employee experiences, ideally in complex ecosystems; Delivering omni-channel experiences across web, mobile app and multi-channel communication strategies (e.g. SMS, email, push notifications, alerts)
Competence in research synthesis, journey mapping, prototyping, and experience measurement as tools for decision-making.
Proficiency with design tools (i.e., Figma) to deliver concepts and enable successful collaboration across teams.
Familiarity contributing to and working in an established design system within agile development teams.

Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family’s overall well-being.
Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.
Access to additional benefits like mental healthcare as well as fertility and adoption assistance.
Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.